Service Delivery Analyst (L1)

Job Description

Need to have a clear understanding working experience with banking systems, interfaces, processes, certifications, TP integration cycles and partners (operations, and various business units). Conducts detailed analysis of queries raised, performing gap analysis between current and desired processes and systems, root cause analysis, and ensuring the appropriate divisions / vendors / partners are involved. Responsible for manning the production support mailbox internal tracking tools as the main communication as Level 1 and 2 support (Experience with ticketing tools like Jira / DevOps will be an added advantage). Make sure of system availability as per SLA across clients / applications / interfaces. Experience and knowledge in Ms SQL in writing basic queries and trouble shooting. Proactively participate in User Acceptance Testing (UAT). Prepare testing scenarios and scripts, identify and document functional test cases, write and execute test scripts for all upgrades or conversions wherever required. Perform scheduled health check tasks / routine checklists, execute start-of-day, end-of-day and intraday proactive checks across applications and raise alerts in case required. Able to work in 24X7 shift based environment, and support implementations scheduled releases. Must be proficient in English, strong written, oral communication skills and able to manage internal and external stake holders and also direct customer. Experience with any scheme / network certification process with previous firms will be an added advantage. Support Disaster Recovery Test and Business Continuity activities. Qualifications and Experience: Education: Degree/Diploma. Experience: 3-4 years experience in Banking /financial sector/any relevant domains is a must. Key Skills: Good written and verbal Communication skills Experienced in UAT / Production batch / deployment. Effective time management skills to prioritize tasks and meet service level agreements (SLAs). Excellent customer service skills with a focus on providing timely and effective support. Analytical thinking and problem-solving abilities to diagnose and resolve technical issues. Accuracy in following procedures and protocols for service delivery. Proficiency in relevant software, hardware, and networking tools. Ability to troubleshoot complex problems and implement effective solutions.